Supervisor, Front Office

• Creates an atmosphere that induces guests to make Hard Rock Hotel & Casino Ottawa their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members to provide superior guest service.
• Follow through with direction of Front Office Manager in all department operations. Maintain regular presence throughout the department.
• Ensure consistent sequence of service is followed and all brand standards are properly executed.
• Review and develop guest history records to enhance personalized service for repeat guests.
• Ensure the proper handling, maintenance, storage, and security of all department equipment.
• Regularly and clearly communicate guest arrivals and departures and additional relevant information with other departments, as needed.
• Maximize room revenue and occupancy by effectively controlling rates and availability.
• Communicate with Front Office Manager to ensure guest room standards are effectively maintained.
• Ensure guests’ needs and concerns are responded to in a timely, professional, and friendly manner with a focus on service recovery.
• Maintain knowledge of all property services and hours of operation; restaurant food concepts, menus, dress codes, and ambiance; day/nightlife concepts, dress codes, and ambiance; guest room types, names, layout, amenities, and locations; and room rates, special packages, and promotions.
• Be aware of all scheduled daily group activities and names and locations of meeting/banquet rooms.
• Work closely with the Sales and Marketing team to keep them informed of group booking status and to maintain room rate control and availability status.
• Review weekly forecasts and planning of cost expenditures to correspond to forecasted occupancy and costs.
• Balance staffing levels and labor to achieve ideal employee/guest engagement and cost ratio.
• Assist in the develop and implement strategies to retain staff.
• Promote a positive work environment for all employees and ensure all employment related processes and documentation are in compliance.
• Attend and participate in regular meetings with staff to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.
• Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.
• Resolve guest complaints and implement changes to prevent future issues in accordance with established guidelines from Management.
• Monitor quality assurance program scores and guest feedback. Take corrective action when necessary.
• Maintain presence at Front Desk during peak business periods.
• Ensure all property policies and procedures are fully implemented in department, including health and safety guidelines.
• Maintain effective relationships with guests.
• Present a professional image to employees, guests, clients, owners, and investors.
• Operate ethically to protect the Hard Rock brand. Ensure brand and business initiatives are implemented.
• Maintain confidentiality of guest, employee, and company information.
• 1-2 years of experience working in Front Desk with lead desk agent experience. Luxury hotel experience preferred.
• Ability to stand and sit for extended periods of time.
• Ability to walk distances.
• The employee must frequently lift/push/pull and/or move up to 50 pounds
• Duties and responsibilities are typically performed in a highly regulated and controlled environment, but there will be times where you will need to be on the Casino Floor to complete job functions as outlined or pass through this area. On the Casino Floor, you may be exposed to casino-related environmental factors including, but not limited to, excessive noise.

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